Exercise 9 (Optional): Extend Agents with Data Cloud

In this exercise, you’ll extend your Customer Service Agent with a Data Cloud–powered Flow action to retrieve a guest’s latest reservation.

Step 1: Query Data Cloud from Flow

1. In Setup, search for Flows and select Flows.

2. Open the Get Data Cloud Reservations flow.

3. Under the Get Contact element, click + and select Get Records.

4. Configure the Get Records element as follows:

   Field	Value
   Label	Get Reservations
   API Name	Keep default
   Data Source	Data Cloud Object
   Data Space	default
   Object	Reservation
   Condition Requirements	All Conditions Are Met (AND)

5. Define the condition:

   Field	Operator	Value
   Contact_ID__c	Equals	{!Get_Contact.External_Id__c}

6. Set Sort Order to Descending and Sort By to Check_in_Date__c.

7. Leave How Many Records to Store and How to Store Record Data at their defaults.

8. Open the Toolbox, select the latestReservation Text Template, and replace the placeholder with:

   Next Reservation
   Check-in Date: {!Get_Reservations.Check_in_Date__c}
   Check-out Date: {!Get_Reservations.Check_out_Date__c}
   Reservation Status: {!Get_Reservations.Reservation_Status__c}
   Special Requests: {!Get_Reservations.Special_Requests__c}

   TIP

   The Text Template can output rich text, so feel free to style this in the way that you would want to present it to users in the agent.

9. Click Done, then Save, and Activate the flow.

10. Click the back arrow to return to Setup.

Step 2: Create a new Agent Action

1. In Setup, search for Agentforce Agents and select Agents.

2. Click on Customer Service Agent, then Open in Builder.

3. Click Deactivate to deactivate the agent.

4. In the Topics sidebar, select the Hotel Customer Service topic.

5. Under This Topic’s Actions, click New → Add from Asset Library → Create New Action.

6. Configure the action:

   Field	Value
   Reference Action Type	Flow
   Reference Action	Get Data Cloud Reservations
   Agent Action Label	Keep default
   Agent Action API Name	Keep default
   Loading Text	Getting latest reservation...
   Require Input	contactId (check the box)
   Output Rendering	Rich Text (show in conversation)

7. Click Finish, then Save, and Activate the agent.

Step 3: Test the New Action

1. In the Conversation Preview, enter:

   Can you provide an overview of the guest Sofia Rodriguez?

2. Next, enter:

   Does Sofia have any upcoming reservations?

   Observe that the plan selects Identify Record by Name then Get Data Cloud Reservations.

Summary

• Updated the Flow to retrieve and format the latest reservation from Data Cloud.
• Created and added a Flow-based custom action in Agentforce.
• Reactivated the Hotel Customer Service topic with this new action.
• Validated end-to-end functionality in the Conversation Preview.